ATL311 Call Center Representative I

Position open until 4.4.2026

Salary: $20.41 per hour

Training Hours: 8:30am - 5:30pm

Work Schedule: Determined by Shift Bid

General Description and Classification Standards

The ATL311 Call Center Representative I provides full performance level customer service work providing assistance to the general public by receiving and processing non-emergency telephone calls directed to the ATL311 Customer Service Center. Employees in this class are responsible for assessing callers' requests for assistance and determining the most appropriate course of action. The impact of work performed by employees in this class is realized by the immediate and prompt response to and resolution of residents' problems and complaints.

Supervision Received

This position reports to the ATL311 Customer Service Center Supervisor. Works under direct supervision and follows standardized procedures and written instructions to accomplish assigned tasks.

Essential Duties and Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Receives telephone calls and provide callers with information about public and private service agencies normally limited to City of Atlanta and the immediate vicinity.

• Listens to the callers’ question, ask probing questions for clarification as necessary, evaluates the information obtained, and provides the appropriate response in accordance with specific instructions and training.

• Exercises knowledge of such subjects as customer service standards and procedures; call processing procedures and techniques; equipment operation; City of Atlanta Government and related organizations' missions, operating procedures, and points of contact.

• Records and maintains records of telephone exchanges in accordance with established procedures.

• Participates in shift bid to determine work schedule.

• Follows standardized procedures and written instructions to accomplish assigned tasks.

• Adheres to organizational policies and procedures.

• Troubleshoots customer issues and concerns.

• May oversee temporary or contract workers as needed.

• May perform other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.